May 15, 2015


Rafal Borkowski | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Mattersight Behavioral Analytics

Behavioral Analytics is used for coaching, first call resolution measure, driving increased sales and positive customer experience as well as improvement in efficiency. It helps our leaders identify trends in behaviors that impact customer experience. With BA we are able to identify and improve customer irritants (process and soft skills) in order to reduce customer effort and eliminate unnecessary call backs.
  • Identifies customers and end users personality type
  • Great tool to measure non-interaction on calls (silence and holds) to improve efficiency
  • Good measure of First Call Resolution
  • Great tool for coaching to soft skills
  • Faster performance (Tool can be slow at times)
  • Easier user management
  • More customization for the end user
  • Increased Employee Efficiency
  • Improved First Call Resolution
  • Improved Customer Experience
  • Witness
Mattersight Behavioral Analytics has speech analytics that can be customized and align with your business priorities and goals. Screen capture capabilities provide a great video recording of the end users screen. Some key points why we selected Mattersight:

  • 100% call recording
  • Speech Analytics
  • Desktop Analytics
  • Heatmaps - used to pinpoint specific behaviors that need coaching attention (opportunity and reinforcement)
It's a great tool for coaching personality types and understanding how to interact with them is a great benefit of Mattersight Behavioral Analytics.

How will the tool benefit my organization? What can you measure with the tool? Make sure proper info-structure is there to support call recordings. How many employees should support the tool in my organization? How soon we will see the results?